Unfortunately, we couldn't log you in, but you can still buy or upgrade - just c

[lfooguest]

Hi

Currently trying to upgrade my pay monthly contract but everytime I go onto the page to look at what is available i get the same error: "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do" and it goes in a cycle between two pages:

https://shop.ee.co.uk/ee-upgrades -- where i choose phones

https://shop.ee.co.uk/what-do-you-want-to-do-today -- where i choose to upgrade and it takes me back to the previous page.

[Christopher_G]

Hi @lfooguest 

Welcome to the community.

I'm sorry to hear that. Could you try on a different device or browser please?

Chris

[lfooguest]

HI Chris,

Sorry for not clarifying in my original post but i have tried it across 3 broswers (opera, firefox, chrome) and 2 devices (macbook and pc)

[Katie_B]

Thanks for getting back to us @lfooguest. 

With only seeing the one report on this at the moment I would recommend giving us a call so our customer care team can take a look at your account. 

The team will be able to provide a refresh for you which may resolve this issue. 

Please be sure to keep us updated. 

Katie 🙂

[eeuser112233]

@Katie_B This is absolutely not the only report/post of this issue. The site has shat the bed for multiple people over the upgrading issue. Please report this to some sort of tech team. It's been going on for over a year/years evidently.

My comment on another post regarding the issue: https://community.ee.co.uk/t5/My-EE-app-and-website/Online-upgrade-not-working/m-p/1255626/highlight...

[James_B]

Hi @eeuser112233,

As this issue is only affecting a very small number of users, it needs to be reported on an individual basis to our Technical Support Team. They'll raise a ticket with our support teams, who'll resolve the individual account issue as well as looking for trends with accounts that have experienced similar symptoms.

James

[eeuser112233]

Solution:

I spoke to someone from the upgrade tech team. Changing my password seems to have sorted this.

Hopefully this helps anyone else having this issue.

[James_B]

Thanks for the update @eeuser112233 

I'm glad you got it sorted. 🙂

James

[andrewcgood1]

Unfortunately this did not work for me.

[Leanne_T]

Hi there @andrewcgood1 

Thanks for coming to the community. 

Have you tried a different web browser and also tried changing the password? 

If you still get the error after trying this, please call us on 150 and our tech guides will get this looked into for you. 

Thanks 🙂

Leanne.